Are there some items I cannot return?
Certain items in the catalogue are not sold on approval.
For details of how to return items that can be returned, please see below.
Can I cancel a collection I've requested?
The easiest way to do this is to contact your courier direct. You will find their number on the outside of your parcel on a yellow sticker, if there is one attached.
If you are unable to contact your courier via telephone please advise that you no longer wish to return the parcel when they call to collect it.
Can I return unsuitable items and is it free?
We want to make shopping with La Redoute easy so we provide a free exchanges and returns service through which you can return items without incurring the cost of return postage. Each parcel contains a delivery note listing items enclosed and explaining if we have been unable to send some of your order. Keep this until you are satisfied with everything. Then, if you wish to return any items, just fill in the returns form attached, stating your reasons for return within 21 days and include within your returns parcel. This will enable us to address any issues.
If your goods are delivered by our local courier, Hermes, they will collect your return parcel free of charge. This is the quickest and easiest way to get your items back to us and avoids the queue at the Post Office. Simply call our automated service on 033 0303 0199 and select Option 3. Once you have arranged your collection, your local Hermes courier will collect your parcel within 2 days. Alternatively, you can request a collection by logging into My Account and selecting My Returns.
Alternatively you can take your return parcel to your nearest ParcelShop. Please see your delivery note for further details.
You can also take your returns parcel to a Post Office. Please see your delivery note for further details. You do not pay for postage on items returned using our free returns and exchanges service through the Post Office but please note that we if you do return items through the Post Office when our courier service is available to you, we may apply a nominal administration charge to your account. This charge would appear on your following statement. Please contact us for more details.
You can also arrange a returns collection at a place and time to suit you. Please ensure to return items in their original condition and packaging.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
We provide a free exchanges and returns service so you can return items without paying return postage. You have 21 days from receipt of your order to return any item. Items must be returned in original condition. Once we receive items, we refund the cost of those items using the method you used to pay. The standard Delivery or Next Day Delivery P&P charge you paid (if any) will not be refunded but you will not pay return postage.
We recommend you use the above free returns service where we manage the safe return once you hand items to your local Hermes courier but you also have the right to return items under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 by notifying us that you wish to cancel within 14 days following delivery. If you opt to cancel under the Regulations, you must arrange and pay for the return of items and take care to ensure returned items are received undamaged. Once we receive items, we will refund the cost of those items using the method you used to pay. If you cancel an entire order transaction and the order was delivered by standard delivery (rather than Next Day Delivery), we will also refund the £3.99 P&P charge you paid (if any) but you will have paid return postage. If you cancel an entire order transaction delivered by Next Day Delivery, the terms are slightly different. Next Day Delivery is an additional service provided under a separate contract and can only be cancelled under the above Regulations by giving notice of cancellation in writing or another durable medium up to the point at which we start to provide that additional service. If, after choosing and paying for Next Day Delivery, you cancel an entire order transaction under the Regulations, we will only refund the £3.99 standard delivery charge and not the additional £1.99 charge for Next Day Delivery.
Contact details for cancelling orders under the Regulations are as follows: Returns Dept, La Redoute, 2 Navigation Walk, Bridge Street, Wakefield, West Yorkshire, WF1 5RH; or firstname.lastname@example.org.
Have you received my returns?
It normally takes around 10 working days for your account to be credited. If you complete your email details when you place your order, we are able to send you an email as soon as we receive your returned items.
You can, of course, check we have received your returns by logging in to My Account and selecting My Returns.
At La Redoute we want you to be delighted with your order so please call us on 033 0303 0199 and we will order a replacement or exchange item for you, if required.
Our Customer Care team is available 8am - 9pm, Monday - Friday or 9am - 4.30pm Saturday.
How do I exchange an item?
Just call our Customer Care team on 033 0303 0199, between 8am - 9pm, Monday – Friday or 9am - 4.30pm Saturday and tell us which item you wish to exchange and the replacement details (catalogue number, size and colour).
You will not be charged Post and Packing on exchange items or additional items that you order at the same time.
We can only ensure you are not charged any additional Post and Packing if you call us, if you order a replacement online or by post the charge will automatically be added.
We can also arrange a collection at the same time if you wish.
How do I get a refund?
Once we have received your returned goods, your statement will be adjusted accordingly.
Where you have already paid for your goods we will credit your account, or if you paid by credit or debit card we will refund your card.
If you have a La Redoute Style Account and are registered online, simply login to My Account and select My Statements to check your account.
Register for 'My Account'
How do I prepare my parcel for return?
When preparing to return a parcel to us please make sure you have done the following:
1. Replaced all items to be returned back in their original packaging and place inside the parcel.
2. Fill in your returns form with the details of the items you wish to return, and the reason for return, and place inside the parcel.
3. Attach the returns label to the outside of your parcel.
The returns form and return labels are found on the delivery note. Please detach the top half and keep for your records. To arrange a collection please contact your courier, their number will be on the outside of your parcel on a yellow sticker, if there is one attached. You can also visit My Account and select 'My Returns', from the list on the left had side of the page, and fill in the details required.
When your parcel is collected, please ask the courier to sign the returns receipt (found on the back of your delivery note). You should keep this as your proof of return. Please refer to "Can I return unsuitable items and is it free?" above for further information on returns.
How do I return a faulty item?
At La Redoute we want you to be delighted with your order so if you have a problem with your item please call us on 033 0303 0199 and we will order a replacement or exchange item, plus we will arrange a collection for you (if you are in a courier area). When filling in your returns form please indicate that the item is faulty. Our Customer Care Team is available between 8am to 9pm, Monday - Friday or 9am to 4.30pm Saturday.
How do I return a large or bulky item?
Collections for large items cannot be arranged on our website, please call 0330 3030199 so a date can be arranged to collect your item.
How long do returns take to get back to you?
It normally takes 10 working days for your account to be credited once you have returned an item to us. If you complete your email details when placing your order we will be able to send you an email as soon as we receive your returned items.
You can also check we have received your returns by logging in to My Account and selecting 'My Returns'.
Register for 'My Account'
I have misplaced my packaging and want to return an item; can I have some more packaging?
Wherever possible please return items in their original packaging.
If for any reason you no longer have this packaging and are returning an item to us, please use suitable packaging such as a plastic bag, to return your item. Please make sure the alternate packaging covers the item completely and is waterproof.
Then enclose your returns form in the parcel, attach the returns label to the outside of your parcel and when your parcel is collected, please ask the courier to sign the returns receipt (found on the back of your delivery note).
Will I still be charged for delivery if I return the whole order?
This can depend on the method you use to return your items. Please refer to the 'Returning Merchandise to us' section in our Terms and Conditions for details.
I have lost my returns form, what do I do?
If you no longer have your returns form please click here to download one. Then simply print out, fill in the details and follow the instructions to return your items to us. Please ensure to complete your Customer Number and the Invoice Number as we will need these details to process your return. Click here to download your returns form